Service Delivery Manager

Role Overview

• Manage and provide technical guidance through the implementation of new client websites.
• Continually update client sites as requirements change, including benefit class matrices, requirements documents, rates, permissions, field options, site text, and open items from implementation question logs.
• Test client sites for quality assurance and track, monitor, and drive resolution of identified issues.
• Partner with bswift teams (product management, development, call center) to meet client deliverables.
• Create, manage, and obtain client sign‑off on Benefits Class Matrices, Requirements, Rates, Permissions, and Implementation Question Logs.
• Configure systems for annual benefit program changes and client acquisitions.
• Execute non‑automated service delivery processes as required.
• Research and resolve client inquiries related to system and process issues.
• Train clients on system features and services through presentations and demonstrations.
• Test new and existing system functionality to ensure accurate client system configuration.
• Conduct technical and product demonstrations for new or changing plans, site text updates, and release functionality changes.
• Respond to client questions and concerns regarding bswift products with prompt, research‑based solutions.
• Triage client tickets and questions within 24 hours, maintaining ownership from initial contact through resolution.
• Provide clear, professional, and proactive communication to clients throughout the issue resolution process.
• Drive continuous process improvements by maintaining a deep understanding of internal systems and workflows.
• Lead and create agendas for client meetings, as needed.
• Coach and mentor team members, sharing best practices, new ideas, and customer insights throughout all phases of the product life cycle.
• Manage workflows for carrier and payroll feed setup and maintenance.
• Support sales and marketing activities as required.
• Lead special projects as assigned.
• Develop and implement fulfillment procedures.

Requirements

• Bachelor’s Degree or an equivalent combination of education and experience.
• 5+ years of direct client‑facing experience and/or associate or analyst experience.
• 2+ years of project management experience.
• Experience working within benefits administration, including knowledge of benefit plans, eligibility rules, enrollment processes, and client benefit programs.
• Hands‑on experience configuring a benefits administration platform, including plan setup, eligibility rules, rates, permissions, and overall site configuration.
• Hands-on experience configuring the bswift platform.
• Solid technical background with the ability to understand and configure complex systems.
• Proficiency in Microsoft Excel, including VLOOKUPs, Pivot Tables, and basic functionality.
• Strong written and verbal communication skills, with the ability to effectively engage technical and non‑technical audiences.
• Exceptional analytical and problem‑solving skills with the ability to use data strategically.
• Demonstrated ability to work in a fast‑paced, ambiguous environment while maintaining high‑quality outcomes.
• High level of productivity, reliability, and attention to detail.
• Passion for teamwork, client service, and achieving business results through problem‑solving.

Benefits

• Comprehensive Health Benefits: Health, dental, and vision plans to support your wellness.
• Competitive Compensation: A package recognizing your skills and contributions, including performance-based incentives.
• Flexible Work Environment: Remote-first, office-friendly options.
• Retirement Savings Plans: Employer-sponsored programs for financial security.
• Professional Development: Career growth opportunities through training and resources.
• Supportive Culture: Collaboration, open communication, and creative problem-solving.
• Employee Wellbeing Initiatives: Mental health, financial planning, and wellness resources.